Review Management
Master your online reputation with effective review management strategies
Why Review Management Matters
Customer reviews directly impact your business's online reputation, search rankings, and customer acquisition. GMBMantra helps you monitor, respond to, and analyze all your reviews from a centralized dashboard.
85%
of customers read reviews before visiting
4.0+
star rating boosts local search ranking
3x
more likely to visit with responses
Review Response Best Practices
Responding to Positive Reviews
- Thank them personally: Use the customer's name when available
- Be specific: Reference what they mentioned in their review
- Invite them back: Encourage future visits or mention new offerings
- Keep it brief: 2-3 sentences maximum
"Thank you Sarah for the wonderful 5-star review! We're thrilled you enjoyed our new spring menu. Looking forward to serving you again soon!"
Responding to Negative Reviews
- Respond quickly: Within 24 hours when possible
- Stay professional: Never argue or get defensive
- Acknowledge the issue: Show you understand their concern
- Take it offline: Provide contact information for resolution
- Show improvement: Mention steps taken to prevent future issues
"Hi John, thank you for your feedback. I apologize for the wait time you experienced. We've added staff during peak hours to improve service. Please contact me directly at [contact] so I can make this right."
Understanding Review Analytics
Key Performance Indicators
Response Rate
Aim for 80%+ response rate to show engagement
Response Time
Respond within 24-48 hours for best results
Average Rating
Maintain 4.0+ stars for optimal visibility
Review Trends
Weekly Volume↗ +12%
More reviews = better local SEO
Rating Trend→ Stable
Consistent quality indicator
Response Rate↗ +5%
Shows customer engagement
Key Performance Indicators (KPIs)
Understanding Your Dashboard Metrics
These five key metrics provide an instant overview of your review performance. Monitor them daily to maintain a strong online reputation.
Average Rating
Your overall star rating across all reviews.
Target: 4.0+ stars
- • Impacts local search rankings
- • Influences customer trust
- • Affects click-through rates
Total Reviews
Total number of customer reviews received.
More reviews = Better SEO
- • Improves local search visibility
- • Builds customer confidence
- • Provides valuable feedback
Response Rate
Percentage of reviews you've responded to.
Target: 80%+ response rate
- • Shows customer engagement
- • Demonstrates professionalism
- • Encourages future reviews
Pending Reviews
Reviews awaiting your response.
Respond within 24-48 hours
- • Quick responses show care
- • Prevents customer frustration
- • Maintains reputation
NPS Score
Net Promoter Score from star ratings.
Formula: (5★ - 1-3★) / total × 100
- • Measures customer loyalty
- • Predicts business growth
- • Benchmarks performance
Analytics Charts Reference Guide
Rating Distribution Analysis
Chart Type: Horizontal Bar Chart
Shows percentage breakdown by star rating (1-5 stars)
📊 What This Shows
- • Distribution of reviews across all star ratings
- • Percentage and count for each rating level
- • Visual representation of customer satisfaction
🎯 How to Use This
- • Identify customer satisfaction patterns
- • Monitor rating health over time
- • Spot potential reputation issues early
✅ Best Practices
- • Aim for 80%+ of reviews being 4-5 stars
- • Address issues if 1-2 star reviews increase
- • Focus on converting 3-star to 4-5 star experiences
Review Volume & Rating Trends
Chart Type: Combined Bar + Line Chart
Blue bars = Review volume, Green line = Average rating
📊 What This Shows
- • Review volume over time (cyan bars)
- • Average rating trends (green line)
- • Correlation between quantity and quality
🔍 Key Insights
- • High volume + stable rating = healthy growth
- • Volume spikes may indicate events/promotions
- • Rating drops with volume increases need attention
⚠️ Warning Signs
- • Sudden volume drops (customer acquisition issues)
- • Rating declining while volume stable (quality issues)
- • Both volume and rating dropping (serious problems)
Sentiment Distribution Over Time
Chart Type: Stacked Area Chart
Green = Positive (4-5★), Yellow = Neutral (3★), Red = Negative (1-2★)
📊 What This Shows
- • Positive sentiment trends (4-5 star reviews)
- • Neutral sentiment patterns (3 star reviews)
- • Negative sentiment changes (1-2 star reviews)
🎯 Strategic Use
- • Monitor customer mood changes over time
- • Identify seasonal sentiment patterns
- • Correlate sentiment with business changes
📈 Optimization Tips
- • Aim for 80%+ positive sentiment
- • Convert neutral experiences to positive
- • Address negative trends immediately
Feature Sentiment Trendlines
Chart Type: Multi-Line Chart
Each line represents a business theme (Staff, Service, Quality, etc.)
📊 What This Shows
- • Average rating for specific business aspects
- • Performance trends for configured themes
- • Comparative analysis across features
⚙️ Configuration
- • Set up themes in Settings tab
- • Define keywords for each theme
- • Common themes: Staff, Service, Quality, Location
🎯 Business Impact
- • Identify strengths and weaknesses
- • Focus improvement efforts effectively
- • Track impact of operational changes
Word Cloud Analysis
Chart Type: Interactive Word Cloud
Larger words = mentioned more frequently. Click words for detailed analysis.
📊 What This Shows
- • Most frequently mentioned words in reviews
- • Visual representation of customer language
- • Quick identification of key themes
🔍 Interactive Features
- • Click any word for detailed sentiment analysis
- • View timeline of word mentions
- • See example reviews containing the word
💡 Insights Discovery
- • Identify unexpected themes in feedback
- • Discover new keywords for tracking
- • Understand customer language and priorities
Review Velocity Trends
Chart Type: Area Chart (Last 30 Days)
Shows daily review volume with average, peak, and trend indicators
📊 What This Shows
- • Daily review volume for last 30 days
- • Average daily review count
- • Peak review days and volume trends
🎯 Pattern Recognition
- • Identify review spikes from events/promotions
- • Spot seasonal review patterns
- • Detect unusual review activity
📈 Optimization Strategies
- • Maintain consistent review flow
- • Investigate sudden volume changes
- • Plan review generation campaigns
Customer Segmentation Analysis
Chart Type: Interactive Pie Chart
Click segments to view sample reviews and detailed metrics
👥 Customer Types
- • Loyal Fans: Repeat customers, always recommend
- • Quality Seekers: Focus on excellence and standards
- • Price-sensitive: Value and cost-conscious
- • Complainers: Express dissatisfaction clearly
🎯 Marketing Applications
- • Tailor messaging to each segment
- • Develop targeted retention strategies
- • Create segment-specific offers
📊 Actionable Insights
- • Click segments to see sample reviews
- • Understand each group's priorities
- • Adjust service delivery accordingly
Root Cause Analysis
Chart Type: Horizontal Bar Chart
Analyzes 1-2 star reviews to identify common complaint patterns
🔍 What This Analyzes
- • Common complaint categories in negative reviews
- • Frequency of specific issue types
- • Trending problem areas
🎯 Issue Categories
- • Waiting Time: Service speed issues
- • Staff Behavior: Courtesy and professionalism
- • Cleanliness: Hygiene and maintenance
- • Quality: Product/service standards
⚡ Action Steps
- • Click bars to see example complaints
- • Prioritize fixes based on frequency
- • Monitor improvement over time
Interactive Features & Controls
Info Icons & Tooltips
Every chart includes helpful information icons for instant explanations.
- • Hover: See detailed chart explanations
- • Purpose: Understand what each metric means
- • Usage: Learn how to interpret the data
- • Benefits: Make informed business decisions
Clickable Elements
Many chart elements are interactive and provide detailed drill-downs.
- • Word Cloud: Click words → sentiment analysis
- • Segments: Click pie slices → sample reviews
- • Root Causes: Click bars → example complaints
- • Features: Access deeper insights instantly
Time Range Filters
Adjust time periods to analyze different business scenarios.
- • 7 days: Recent trends and immediate issues
- • 30/90 days: Monthly patterns and cycles
- • 1 year: Seasonal trends and annual performance
- • 5 years: Long-term business evolution
Pro Tips for Review Management
Encouraging More Reviews
- • Ask satisfied customers directly
- • Include review links in email signatures
- • Add QR codes at your physical location
- • Follow up after positive experiences
- • Train staff to mention online reviews
Managing Negative Reviews
- • Respond quickly and professionally
- • Take responsibility when appropriate
- • Offer to resolve the issue offline
- • Use it as improvement feedback
- • Never delete or ignore legitimate reviews